topic Full Fibre Stopped Working in Fibre

Full Fibre Stopped Working

olivermarston2347 — Mon, 20 Nov 2023 20:01:48 GMT

I had Full Fibre installed at my house on Friday, it was working fine until Sunday evening when it dropped connection and still hasn't come back online.

I have a black fibre connection box, the power and ethernet lights are on but the other two are off. All cables are in and when it dropped no one had touched it

Any help would be greatly appreciated

Re: Full Fibre Stopped Working

Gliwmaeden2 — Mon, 20 Nov 2023 22:46:59 GMT

If you previously had a landline with Talktalk, add that in Personal Information, @olivermarston2347.

Otherwise put your account number in, where it asks for the phone number.

You need to access the customer information area by going via your avatar/name; settings. Drop down menu. SAVE CHANGES.

Staff will reply to your post during the day.

Re: Full Fibre Stopped Working

Anonymous — Tue, 21 Nov 2023 06:35:13 GMT

Hi oliver,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Full Fibre Stopped Working

KeithFrench — Tue, 21 Nov 2023 11:04:14 GMT

Have you tried turning the ONT (fibre connection box) off for a full 30 mins & retesting?

Re: Full Fibre Stopped Working

olivermarston2347 — Tue, 21 Nov 2023 13:52:03 GMT

Hi, I have updated this information now

Re: Full Fibre Stopped Working

Chris-TalkTalk — Tue, 21 Nov 2023 14:32:53 GMT

Hi Oliver,

Could you please check the account number that you've entered in your profile and confirm that its correct

Could you also please try switching the ONT off for 30 minutes as Keith suggested

Thanks

Chris

Re: Full Fibre Stopped Working

olivermarston2347 — Wed, 22 Nov 2023 07:04:36 GMT

Hi Chris,

There was an issue with the new installation, someone came over last night to tell us and fixed the issue. Thanks for your help

Re: Full Fibre Stopped Working

Chris-TalkTalk — Wed, 22 Nov 2023 07:05:59 GMT

That's great, thanks for letting me know

Chris